How you’ll make an impact
As a Customer Service Centre Specialist, you’ll be a trusted subject matter expert, coach and change champion for FCC’s Customer Service Centre. You’ll provide guidance on lending policies, processes and best practices while leading initiatives that strengthen employee capability, improve operational efficiency and enhance the customer experience.
You’ll be part of a team that supports learning, quality assurance and continuous improvement across the Customer Service Centre. Working closely with leaders, onboarding teams and cross-functional partners, you’ll help ensure employees have the tools, knowledge and support needed to deliver exceptional service and sound lending decisions.
If you’re passionate about developing people, improving processes and delivering exceptional customer outcomes, this could be the role for you.
What you’ll do
Provide expertise and guidance on lending policies, procedures and best practices
Coach, mentor and develop employees through training and ongoing support
Review loan and call quality to ensure compliance, consistency and strong customer outcomes
Drive continuous improvement by identifying and implementing process enhancements
Support organizational change through clear communication and effective training.
Lead projects and collaborate with partners to advance Customer Service Centre priorities
What you’ll bring to the team
Required qualifications
Bachelor’s degree in agriculture, business, finance or a related field
Minimum three years of experience in lending, financial services, customer service or a related environment (or an equivalent combination of education and experience)
Strong knowledge of lending practices, loan administration and secured lending requirements.
Experience coaching, mentoring and developing employees
Proven ability to analyze information, identify opportunities for improvement and lead change initiatives
Strong communication, collaboration and relationship-building skills
Preferred qualifications
Experience in a customer service centre, contact centre or operations environment
Knowledge of agricultural lending and the Canadian agriculture industry
Experience designing and delivering training programs
Knowledge of project management and continuous improvement practices
Not sure you meet every requirement? We encourage you to apply anyway.
